Open to opportunities

Matthew Boulton

@matthewboulton

Message

Customer success and process-improvement professional with strong data and operations skills.

United States

Message

What I'm looking for

I seek a role where I can improve customer experience and processes using data, mentor teams, and drive measurable operational improvements.

I am a customer success and operations professional focused on improving processes and driving customer satisfaction through data-informed decisions. I bring hands-on experience across customer support, dispute management, loan processing, and logistics.

I have a proven record of exceeding performance goals while maintaining high quality standards, including sustaining QA scores above 90% and achieving 98% accuracy in loan processing. I streamline onboarding and support workflows to reduce friction and improve user satisfaction.

My technical toolkit includes SQL, Python, and Quanta, which I used to monitor data pipelines, produce business reports, and ensure 99.8% data accuracy for verification processes. I have also leveraged Salesforce to reduce non-compliance incidents by 18% in high-volume dispute management.

I combine strong communication, training, and leadership abilities with practical operations and project management experience from roles in financial services, technology platforms, and the U.S. Army. I am motivated to join teams where I can optimize processes, mentor colleagues, and deliver measurable improvements in customer outcomes.

Experience

Work history, roles, and key accomplishments

Member Services Representative

Greater Nevada Credit Union

Mar 2025 - Aug 2025 (5 months)

Delivered sales and service support across phone, video, and electronic channels, maintained QA scores above 90%, and exceeded performance sales goals while ensuring procedural compliance.

Customer Support Sales QA & Compliance Member Services

Customer Success Specialist

Figure

Aug 2024 - Jan 2025 (5 months)

Facilitated loan origination and conducted video notary sessions, processed ~45 loan applications daily with 98% accuracy, and streamlined onboarding workflows to improve efficiency and satisfaction.

Loan Origination & Customer Success Process Improvement Omni Channel Support Onboarding

Dispute Management Specialist

Poshmark

Jan 2019 - Apr 2024 (5 years 3 months)

Reviewed and resolved customer disputes for 4,000+ monthly cases, partnered cross-functionally to improve workflows, and used Salesforce to reduce non-compliance incidents by 18%.

Dispute Resolution Salesforce Compliance Monitoring Data Analysis Process Improvement Cross Functional Collaboration

Data Engineer Intern

Poshmark

Aug 2022 - Jan 2023 (5 months)

Developed business reports and monitored data pipelines using SQL, Quanta, and Python, ensuring 99.8% data accuracy across departmental verification reports.

SQL Python Data Analysis Reporting Data Pipelines Verification

Escalation Specialist

BCforward

Mar 2017 - Nov 2018 (1 year 8 months)

Handled complex customer escalations for Google Support, improved resolution workflows with cross-functional teams, and achieved high customer satisfaction while reducing escalation rates.

Escalation Management Customer Support Process Improvement Cross Functional Collaboration

Logistics and Cargo Specialist

United States Army

Mar 2009 - Apr 2013 (4 years 1 month)

Managed logistics and cargo operations, streamlined incident resolution workflows, and supported mission readiness through coordination and process management.

Logistics Operations Cargo Process Improvement Project Management Administrative Operations Coordination